Agentforce Service
Salesforce, Inc.External reviews
7,071 reviews
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External reviews are not included in the AWS star rating for the product.
Great Platform Integration with Salesforce
What do you like best about the product?
This product is developed on the Salesforce platform, allowing organizations to create adaptable solutions.
What do you dislike about the product?
Cost could be prohibitive for some organizations
What problems is the product solving and how is that benefiting you?
Servicing program participants and escalating issues
Boosted Contact Center Efficiency
What do you like best about the product?
I appreciate how Salesforce Service Cloud has significantly improved efficiency for our contact center agents, allowing for more effective responses to cases. The seamless routing of calls to appropriate platforms is particularly helpful. The system’s integration capabilities with existing CRM and telephony systems are also notable, enhancing our overall service operations.
What do you dislike about the product?
{"The initial setup of Salesforce Service Cloud required significant effort. We needed to conduct extensive training sessions for our product center agents on how to use the service plan effectively.","Integrating Salesforce Service Cloud with our CRM system required additional resources and effort, as there was a need to ensure a seamless connection without introducing unnecessary complexity.","The integration of a DCR capability within the service side, that can work effectively with CRM integration, is lacking. This would help automate processes more efficiently and is not currently present in the system.","The service line and CRM application are not seamlessly integrated as they are supposed to be on the same platform, indicating a need for smoother integration."}
What problems is the product solving and how is that benefiting you?
I find Salesforce Service Cloud increases efficiency for contact center agents by streamlining case response and integrating with downstream systems.
A One-Step Cloud Solution I Love
What do you like best about the product?
The cloud is best because it is one step solution. We need solution like this
What do you dislike about the product?
It has nothing to dislike. I have explore few features.
What problems is the product solving and how is that benefiting you?
It helps sales
Easy to Start, But Challenging to Master
What do you like best about the product?
It improves customer experience and offer complete view
What do you dislike about the product?
Steep learning curve and complexity of UI to new users
What problems is the product solving and how is that benefiting you?
Help customers reach
Easy to Use, But Needs More Practice Options
What do you like best about the product?
Ease of use for end users to engage the process
What do you dislike about the product?
Lack of practice that I have in the sustem
What problems is the product solving and how is that benefiting you?
We have yet to begin using the product
Reliable Customer Support Boost with Salesforce Service Cloud
What do you like best about the product?
I appreciate the ease of configuring some of the basic capabilities with the help of a partner. I find the Service Cloud invaluable for tracking customer inquiries and managing demand effectively, ensuring timely responses. The constant innovation and new capabilities, along with the additional agent tech layer, help scale our teams efficiently.
What do you dislike about the product?
I would like Salesforce Service Cloud to offer better self-service options for customers.
What problems is the product solving and how is that benefiting you?
I use Service Cloud to track customer inquiries, optimize staffing for timely responses, automate business processes, and support team scalability with innovative features.
Great Features and Helpful Community, but Complex with Limitations
What do you like best about the product?
I use many of the features, and I appreciate being able to open cases from different places. The community is also helpful, working smoothly with customers.
What do you dislike about the product?
The system is complex and has limitations when it comes to entitlements, as well as some red flags.
What problems is the product solving and how is that benefiting you?
Customer tickets, onboarding requests, product issues, deliveries, and more are all managed here.
Great Solution for Our Client, No Dislikes
What do you like best about the product?
It’s very great solution for our client.
What do you dislike about the product?
No, I don’t have dislike about your solution.
What problems is the product solving and how is that benefiting you?
No, I haven’t seen problems.
Great Omni-Channel Support, But Deployment Milestones Need Improvement
What do you like best about the product?
Omni channel, multi channel, Chat and WhatsApp integration
What do you dislike about the product?
Deploy milestones to production and countdown
What problems is the product solving and how is that benefiting you?
centralized service with multiple channels, voice integration and automatic case opening
Great Case Management Tools, but Knowledge Needs Improvement
What do you like best about the product?
Cases workflow and web to case are out of the box tools super usefull for customer service
What do you dislike about the product?
Knowledge should be more intuitive and better organized.
What problems is the product solving and how is that benefiting you?
Technical debt
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